Customer Success Theater Operations Specialist
hace 1 mes
About Splunk
Splunk is dedicated to building a safer and more resilient digital world. Our unified security and observability platform helps keep digital systems secure and reliable. We value diversity and want you to bring your authentic self, along with your work experience, problem-solving skills, and talent.
Job Summary
We are looking for a Customer Success Theater Operations Specialist to track and analyze critical operational metrics for one of our CS Theaters. You will partner with CS operations functions and leadership to drive near real-time availability of repeatable business metrics and insights through dashboards and reports. This role identifies trends within the account base and enables data for timely, effective, and predictive management of day-to-day CS business processes and strategic improvement initiatives.
Main Responsibilities
- Routinely supervise, analyze, and investigate concerning metric trends within the account base.
- Drive recurring inspection of operating and business impact metrics with management to ensure business awareness.
- Ensure management team sets, inputs, and updates MBOs for all employees.
- Assist CS Theater Leader with creation of executive readouts for employees, business partners, and senior leadership.
- Monitor and reconcile in-theater usage and consumption of services related sales campaigns.
- Coordinate routine collection of accurate cross-services bookings forecasts and insights for the CS Theater Leader.
- Ensure up-to-date tracking of resource to account tracking in systems.
- Assist internal business partners with proprietary account or theater-related CS informational inquiries and Customer Meeting prep.
Mandatory Qualifications
- Bachelor's degree or equivalent experience required.
- 8+ years of experience within a Customer Success organization, ideally in customer-facing and operational roles.
- Collaborative self-starter with the ability to assess and quickly refocus competing tasks.
- Effective and concise written and verbal communication skills.
- Understanding of sales and service go-to-market motions within a cloud company.
- Ability to leverage, mine, merge, and modify spreadsheet data to derive business value and insights.
- Understanding of a services P&L and data elements to achieve a specific financial objective.
- Proficiency in common CRM and data reporting platforms.
- Professionalism, positivity, and strong work ethic with high integrity and collaboration.
Estimated Salary: $120,000 - $180,000 per year
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